Senior Help Desk Technician

Elgin, TX - USA

Yearly Salary: $ 63000 - 65000

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Looking for more than just a job MKD Electric offers careers. Rewarding careers at that! We provide excellent benefits training educational opportunities and promote from within the company.

For over twenty years MKD Electric has designed built installed and maintained our clients systems projects and facilities with a wide range of service offerings. We focus on safety value and quality as well as building and maintaining lasting relationships with a variety of national clients in renewables data centers oil and gas food and beverage manufacturing chemical and pharmaceutical fields. Quickly moving into other industries we are a fast-paced and agile company looking for a best-in-class Senior Help Desk Technician willing to roll up their sleeves and exude a passion for the field!

You will be responsible for providing advanced technical support mentoring junior staff ensuring high service quality and assisting with the implementation and improvement of IT related processes and systems. The ideal candidate will have strong troubleshooting skills a deep understanding of end-user support technologies and the ability to work effectively across departments.

What youll do

Provide ongoing support to keep the ticket backlog down and support enterprise end users
Monitor and manage support ticket queues to ensure SLAs are met
Provide Tier 2 and Tier 3 technical support for hardware software network and system issues
Lead troubleshooting efforts for complex incidents and service requests ensuring timely resolution
Act as an escalation point for junior technicians and provide guidance and mentoring
Collaborate with infrastructure and application teams to resolve persistent technical issues
Contribute to the development and maintenance of knowledge base articles documentation and standard operating procedures
Assist in the rollout of new hardware software and system upgrades
Participate in the development and enforcement of ITIL-based service management practices
Conduct root cause analysis for recurring issues and recommend preventative measures
Support IS asset management and inventory tracking processes

What youll need to succeed

Associate or bachelors degree in information technology computer science preferred
5 years in a service desk or technical support role with at least 12 years in a senior or lead capacity
Required certification: CompTIA A
Strong knowledge of Windows operating systems
Proficiency in Microsoft 365 Active Directory Exchange and common enterprise tools
Familiarity with remote support tools (e.g. TeamViewer LogMeIn SCCM Ninja)
Basic networking knowledge (TCP/IP DNS VPN Wi-Fi troubleshooting)
Experience with ITSM platforms (e.g. ServiceDesk Plus ServiceNow Jira Service Management)
Excellent communication and interpersonal skills
Strong problem-solving and analytical abilities
Ability to manage priorities in a fast-paced environment
Team player with a customer-first mindset
ITIL Foundation Certification or equivalent knowledge of IT service management is a plus
Experience in scripting or automation (PowerShell Python) is a plus

Physical demands

The physical demands described within are representative of those that must be met by an employee to successfully perform the essential functions of this job

Must be able to lift to 20-30 pounds independently; lifting from knee to shoulder heights; other lifting required from various levels
Must be able to remain stationary position for extended periods of time prolonged periods sitting
Requires standing for extended periods with frequent stretching reaching walking and stooping pushing and/or pulling in an environment that may be cold hot noisy and wet and may have fumes or odors

What youll love about us

MKD employees are the companys greatest assets. To ensure employees are living life to the fullest we offer a wide range of benefits to ensure a well-balanced and healthy lifestyle in the office and at home. From mental wellbeing physical health and financial planning to engaging perks and discounts we are in the business of celebrating and supporting all the moments that matter. Along with flexible vacation and parental leave we prioritize initiatives that support the growth development and happiness of our people.

On the job training with fully accredited training programs
Eligibility to Medical Dental and Vision benefits and 401K with company match
Access to opportunities to expand your skill set and share your knowledge with others across the organization
Company culture of promotions from within with a start-up atmosphere allowing for varied and rapid career growth & development

The base pay range for this position is $63000 to $65000 per year. Please note that the compensation range reflects the base pay only and does not include benefits or bonuses this role may be eligible to receive. The range displayed reflects the minimum and maximum target salaries for the position across all US locations. Within the range individual pay is determined by bona fide factors such as geographic work location job-related skills experience and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

This role is not eligible for visa sponsorship

MKD Electric is an equal employment opportunity employer. All applicants receive consideration for employment without regard to real or perceived race color religion gender sexual orientation gender identity or expression marital status national origin age mental or physical disability protected veteran status or genetic information or any other basis protected by applicable law. MKD Electric also prohibits harassment of applicants or employees based upon any of these protected categories.

Please note this job description is a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Required Experience:

Senior IC

Looking for more than just a job MKD Electric offers careers. Rewarding careers at that! We provide excellent benefits training educational opportunities and promote from within the company.For over twenty years MKD Electric has designed built installed and maintained our clients systems projects an...